05/23/17 19:24 PM  

RingCentral Live Reports: Known Issues and Workarounds

« Go Back

Article

 
SummaryRingCentral-Live-Reports-Known-Issues
Details

Live Reports Known Issues:

1. Agent status in Live Reports doesn’t correspond to agent status in Phone System > Queue.
2. Agent in After Call Work status has the Available status.
3. Calls do not dispatch to a certain agent.
4. Too small and hard to read widgets in the wallboard view.
5. Non-activated queues present in reporting.
6. Removed or deactivated queue remains as rows in Agent Details and in Queue Details.
7. Unable to generate report for Agents with names that has special characters.
8. Resolution for issues not mentioned on this list.

Workarounds:

1. Agent status in Live Reports doesn’t correspond to agent status in Phone System > Queue.

There may be differences in agent's status if an agent did not set themselves as unavailable for queue but rely on the after hours settings. Update the agent availability settings by using any of the methods listed below:

Via the RingCentral Online account
Via the Softphone or RingCentral Desktop app status


Updating the agent availability settings via the RingCentral Online account

Step 1: 

Log in to your RingCentral Online Account.

Step 2: ​​

Click the status icon Status icon. right next to your name.

Click the status icon right next to your name.

Step 3: ​​

Click Do not accept call queue calls to set yourself unavailable for queue calls. 

Click Do not accept call queue calls to set yourself unavailable for queue calls. 

Step 4: ​​

Click Take all calls to set yourself available for queue calls.

Click Take all calls to set yourself available for queue calls.

[Back to Known Issues]


Updating the agent availability settings via the Softphone or RingCentral Desktop app

Step 1: 

Log in to your RingCentral Desktop App.

Step 2: ​​

Click the status icon Status icon - Desktop app located in the top-left corner of the application.

Click the Status icon in the top left corner of the application

Step 3: 

Click the slider button Slider button across Accept call queue calls to make yourself unavailable for queue calls.

Click the slider button  across Accept call queue calls to make yourself unavailable for queue calls

Step 4: ​​

Click the slider button Slider button across Accept call queue calls to make yourself available for queue calls.

Click the slider button  across Accept call queue calls to make yourself available for queue calls.

[Back to Known Issues]

2. Agent in After Call Work status has the Available status.

This is a known issue — the agent's status shows Available even if the agent is in after call work or still wrapping up the call — which will be addressed by future Live Reports updates.

[Back to Known Issues]

3. Calls do not dispatch to a certain agent.

Try the following solutions when an agent appears in a queue as Available, but the phones do not ring:

• If the agent uses a hard phone, check the “do not disturb” mode on a Cisco phone or on a Polycom phone.

• Make sure the agent is listed as a member of the queue.

• Check the agents that have the Take All Calls status in the RingCentral Online account or those that have enabled Accept Call Queue Calls in the RingCentral Desktop app settings. 

• Check the business hours and answering rules for the queue. 

Check the forwarding rules for an agent.

[Back to Known Issues]

4. Too small and hard to read widgets in the wallboard view.

When the text is hard to read on a large screen in a wallboard view or when widgets in a Live Reports dashboard look too small, you can zoom in the view in your browser.

Use the following commands:

Windows: CTRL + (This may differ if you use a laptop. For some laptops, you may use Fn + instead)
Mac: CMD + 

[Back to Known Issues]

5. Non-activated queues present in reporting.

A queue will be displayed in Live Reports even if it was not activated since non-activated queue can still take calls.

[Back to Known Issues]

6. Removed or deactivated queue remains as rows in Agent Details and in Queue Details.

A queue will still be displayed in Live Reports even though it was already deactivated or removed to retain the accumulated data. A User can manually change a queue filter or recreate a widget.

[Back to Known Issues]

7. Unable to generate report for Agents with names that has special characters.

Special characters are NOT supported in RingCentral Live Reports. To avoid any issues, make sure that you have removed any special characters before generating a report.

8. Resolution for issues not mentioned on this list.

Please contact RingCentral Global Customer Care.

[Back to Known Issues]



See Also:

RingCentral Live Reports: Overview 
Managing RingCentral Live Reports Dashboards 
RingCentral Live Reports Widgets Overview 

Ranking
Was this information helpful?
Yes
No
Somewhat

Tell us why and what can we do to improve this information